Principal Customer Advocate Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Build and cultivate strong relationships with customer stakeholders at all levels, ranging from technical advocates to economic decision-makers, beginning before the contract is finalized.

• Collaborate with customers, internal teams, and system integrators in the deployment of applications.

• Keep customers informed about Unqork, including updates on new features and functionalities on a regular basis.

• Ensure that customer requirements are fulfilled at the highest quality, irrespective of the delivery model and resources allocated.

• Design and continually enhance a customer advocacy strategy that aligns with Unqork's objectives for success, retention, and growth. Assist customers in expanding their use of Unqork by understanding current use cases, pinpointing obstacles, and proactively recommending additional applications.

• Formulate and implement customer success strategies, ensuring adherence to best practices and compliance with defined roles and responsibilities.

• Monitor and manage renewals, coordinating with relevant teams as necessary.

• Leverage health and success metrics to oversee customers and their application usage, driving success strategies accordingly.

• Provide ongoing support post-go-live, including regular check-ins, Quarterly Business Reviews (QBRs), and defining Customer Success Plans (CSPs) to ensure sustained platform adoption.

• Advocate for the expanded use of Unqork by identifying opportunities for growth within accounts.

• Recognize needs for enablement, training, and technical advisory services, while analyzing support tickets and sharing strategic insights with customers.

• Serve as the internal voice of the customer, ensuring that their achievements, challenges, and insights are acknowledged, understood, and acted upon by internal teams across GTM, Product, Marketing, and other departments within Unqork.

• Relay customer feedback to internal teams to identify opportunities for product enhancements, template creation, and new features.

• Identify customer success stories and collaborate with Marketing to publish case studies, testimonials, and references that highlight measurable business value.

• You are an enthusiastic user of AI tools and are passionate about discovering how AI can streamline workflows, boost creativity, and elevate your personal impact.

⛳️ Requirements

• 5+ years of experience in a customer-facing position (Customer Success, Consulting, Implementation, Sales) within a SaaS environment, preferably in a growth-stage or startup setting.

• Demonstrated expertise in client relationship management, technical delivery, and product management, leveraging metrics-driven decisions while managing a portfolio of key customers.

• A proven track record of establishing C-level relationships is a bonus!

• Technical proficiency with a strong desire to master the Unqork platform.

• Experience with a Low-Code No-Code (LCNC) platform is advantageous!

• Strategic thinker with a solution-oriented mindset - you have a history of creating clear strategic customer success plans with actionable steps.

• Proven ability to collaborate cross-functionally, effectively representing the voice of the customer to drive successful outcomes.

• Excellent communication, organizational, interpersonal, and presentation skills are essential.

• You will need to adeptly manage multiple priorities and deadlines in this role.

🏝️ Benefits

• 💻 Work from home with a remote-first community.

• 🏝 Unlimited PTO (with encouragement to take it).

• 📝 Student loan repayment program.

• 🏥 100% employer-covered medical, dental, and vision options available for you and your dependents.

• 💸 Flexible Spending Account (FSA).

• 🏠 Monthly stipend for your WFH setup, vacations, professional development, and more.

• 💰 Employer-sponsored 401(k) with contribution matching.

• 🏋🏻‍♀️ Subsidized ClassPass Membership.

• 🍼 Generous Paid Parental Leave.